SAYNOTO0870.COM - DVLA switchboard will no longer transfer calls

Ben Owen

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DVLA switchboard will no longer transfer calls
Mar 7^th, 2012 at 9:47am

I called the DVLA's 01792 782341 number that I found from the database.

However, the three times I tried this number three different switchboard operators told me they can't transfer the call to the department that I needed to speak to. Instead, I needed to ring the dreaded 0300 number that they gave me.

The "can't" acutally turns out to be a won't. I discovered from one of the switchboard boys that they now have a new policy - which came into effect on the 1st February 2012 - that switchboard will no longer transfer customer calls to the correct department in order for "fairness and consistency" that customers do not jump the queue. What?

They claim that by transfering the call one would go direct to the clerk. Why, I asked, can't they transfer the call so that one goes into the same queue that everybody else falls into. Neither of the switchboard operators were able to answer that.

I did ask if the new policy was more to do with switchboard operators being irritated about transfering calls rather than ensuring "fairness and consistency". Switchboard told me that this wasn't the case, so I / we have to accept this.

I would welcome comments from other forum users on this subject.

I asked

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sherbert Supreme Member Offline Posts: 2,011 Gender:	Re: DVLA switchboard will no longer transfer calls Reply #1 - Mar 7^th, 2012 at 9:52am Why is the 0300 number 'dreaded'?
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Ben Owen Newbie Offline Posts: 3 london Gender:	Re: DVLA switchboard will no longer transfer calls Reply #2 - Mar 7^th, 2012 at 10:00am The 0300 is a "dreaded" number since it is chargeable from mobiles.
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sherbert Supreme Member Offline Posts: 2,011 Gender:	Re: DVLA switchboard will no longer transfer calls Reply #3 - Mar 7^th, 2012 at 10:03am Is it? I thought all 01, 02 & 03 numbers were part of the inclusive package. Perhaps I am mistaken with 0300 numbers
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Dave

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Re: DVLA switchboard will no longer transfer calls
Reply #4 - Mar 7^th, 2012 at 10:04am

Why is the 0300 number a "dreaded" number? If you are being asked to be placed in the same queue, then why would you ask to be placed in the same "dreaded" queue?

The cost of calling the 0300 number is the same as that of calling the 01792 number and if this is not so in your case, then you need to report your telephone provider to Ofcom for being in breach of regulations. We will also be interested to have the provider named and shamed on here.

Policies within organisations are not usually introduced due to any feelings of those on the front line (extremely doubtful in this case). It is rather childish for anyone to think that switchboard operators do anything other than what they are instructed to do by their superiors and this includes redirecting "customer" calls to the published 0300 "customer" numbers.

A switchboard's function is to put calls through, hence a switchboard operator's job is therefore to put calls through. I do not think that one should feel flattered about any perceived "irritation" being caused to the person answering the call. In this particular instance, putting a call through is one of the main functions of the job.

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Dave

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Re: DVLA switchboard will no longer transfer calls
Reply #5 - Mar 7^th, 2012 at 10:21am

sherbert wrote on Mar 7^th, 2012 at 10:03am:

Is it? I thought all 01, 02 & 03 numbers were part of the inclusive package. Perhaps I am mistaken with 0300 numbers Undecided

You are quite correct in your belief that 0300 numbers are treated the same as all other 03 numbers in that they are charged at no more than the price of a 01 or 02 call on any particular tariff. They also form part of inclusive bundles from landlines and mobiles where they may apply for 01 and 02 calls.

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sherbert

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Re: DVLA switchboard will no longer transfer calls
Reply #6 - Mar 7^th, 2012 at 10:24am

Dave wrote on Mar 7^th, 2012 at 10:21am:

sherbert wrote on Mar 7^th, 2012 at 10:03am:

Is it? I thought all 01, 02 & 03 numbers were part of the inclusive package. Perhaps I am mistaken with 0300 numbers Undecided

You are quite correct in your belief that 0300 numbers are treated the same as all other 03 numbers in that they are charged at no more than the price of a 01 or 02 call on any particular tariff. They also form part of inclusive bundles from landlines and mobiles where they may apply for 01 and 02 calls.

Thanks Dave, I thought that was the case

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Dave

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Re: DVLA switchboard will no longer transfer calls
Reply #7 - Mar 7^th, 2012 at 11:39am

Thank you to Ben Owen for bringing this to our attention. Following the start of this thread I have made some changes to the entries we have for DVLA.

The main switchboard quoted in the OP (01792 782341) was at the top when one typed in

dvla

and it had a note to say that it was suitable for all enquiries. It is now at the bottom of the listings for DVLA and has a note to say that it is not for "customer" enquiries which should be made to the relevant 0300 number and that callers will be advised as such when they ring.

I have also amended the entries with 0300 numbers in so that they say that calls cost no more than a 01/02 call.

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« Last Edit: Mar 7^th, 2012 at 11:42am by Dave »

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